Q. My item arrived damaged. What should I do? A. If you chose shipping insurance simply contact us and we will begin the claim. If you chose to have your item shipped uninsured, then you are responsible for any damage that occurs while in transit.

AUTHENTICITY

We know that shopping for pre-owned luxury items isn't easy and nothing will ruin your day faster than finding out that the item you bought on an auction or classifieds website turns out to be a replica.

We guarantee the authenticity of every item we sell or 100% of your money back including original and return shipping costs.

Only 100% authentic bags are offered at LUX! We're experts in distinguishing the “wanna-bes” from the “real deal.” Whether it's a handbag or piece of clothing, determining the authenticity of an item is a mix of art and science. Items such as stampings, symmetry, stitching, hardware, authenticity stamps, as well as overall workmanship and materials are inspected and determined to be consistent with the manufacturer's established standards of quality. If applicable, manufacturer date codes and serial numbers are verified for consistency. Lastly, the item is compared to on-hand authentic reference items.

Q. I took the item to my local boutique and the sales assistant told me it was not authentic. Why? A. Many of our items are either vintage models, from previous collections or limited edition pieces that many sales assistants are not familiar with. If you have doubts about your item, please show it to an experienced store manager. If they believe it is not original, please get their name and phone number so that we can contact them and resolve the matter.

RETURNS

Q. The color of the item I purchased looks different in person than on my computer screen. Can I return it? A. Unfortunately, we cannot guarantee that your monitor displays colors accurately as each one varies due to user settings and/or brand. Therefore we are not able to accept returns.

Q. The item I purchased does not fit. Can I return it? A. Unfortunately, we cannot accept returns as we are a consignment based business. Extensive measurments are given on our site to help insure you are able to choose the correct size and we are happy to provide addition information if required.

Q. The item I purchased is significantly different to the description. Can I return it? A. We are highly unlikely to grossly misrepresent an item on our site, however, if we made a significant error in the item's measurements or condition, it can be returned for a full refund. Buyers must notify us with their concerns within 3 days of receipt of the item.

Q. Can I return or exchange an item if I have changed my mind about my purchase? A. No. We do not have provisions for buyer’s remorse.

Q. I have purchased and received my item and have questions about it. Is there a period within which I must address any concerns to you? A. Yes – you must do this within 3 days of receipt of the item.

Q. I’ve purchased a used or vintage item and I have decided, after receiving the item, that I don’t like seeing signs of wear and “used” or “vintage” is not for me. Can I return it? A. No. We are happy to work with you closely to ensure you make the correct purchase. All our items are sold “as is” and we fully disclose the condition of each item with numerous photos and thorough descriptions.

CONSIGNMENT

Q. How do I consign my item to Luxury-Shops? A. Selling your unwanted luxury items with LUX is easy. If you live close to our boutique, simply bring by your items from Tuesdays to Fridays – no appointment is needed.

If we are too far to drop by simple send us an e-mail with a list of items, their conditions and a picture to lux@luxury-shops.com. Within three business days one of our specialist will get back to you with an estimated selling price. If you decide to consign the items with us package your items in a box and mail them to us in Zurich. Once your items have been received and inspected our consignment team will contact you with a final estimate. Please note that luxury-shops is committed to sell your items for the best value - we can not guarantee the item will sell at the estimated price.

For administrative reason we ask your consignors to contact us every three to six month about sold consignment. You can pick-up your money in cash at our store after scheduling an appointment or by wire (for domestic wire we have a minimum sum of CHF 500 and for international wires we request a minimum sum of CHF 1'000).

Q. What are your consignment fees? A. We charge the typical 50% commission you’ll find in most consignment stores after tax (8%) and shipping. Credit card fees, PayPal fees and marketing fees are covert by us. Please note that if your item is sold through an online auction, fees associated with the auction will be deducted from your proceeds.

Q. Do I need to ship my item to Luxury? A. Yes. All items need ship to our Zurich location.

Q. How long do you keep my items? A. We have no fixed amount of time, however, because of the expense invested (shipping, photographing, listing on the website) items cannot be taken back before end of the season specified on the consignment receipt or at least before 4 months.